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In the trend of globalization, if companies want to expand their business to an international market, is it enough to provide only English and Chinese service to their customers?
According to research conducted by Intercom, 29% of the companies lost their customers because they did not provide cross-border services; and 70% of the customers are loyal to companies that provide services in their native language. In other words, providing multi-language international customer service is one of the keys to the success of expanding overseas businesses.
When providing service for consumers in overseas markets, it is very important that a reliable BPO company can assist you to connect with the local markets. For example, customers call the local phone or use the local platform to contact the service personnel, they can enjoy the professional customer service using their local languages or dialects, even though they are actually located overseas, it can also enhance their loyalty to the brands.
We will explain the advantages of multinational customer service outsourcing, and share the examples of three industries to explain how they can benefit from BPO. Through actual cases, let you understand how to use multinational customer service outsourcing to increase corporate profits.
If you are a business owner who wants to expand your business overseas and wants to outsource customer service but do not know how to choose between multilingual customer service and general customer service, then you must not miss the following.
Local Language Is An Essential Criteria To Provide Good After Sales Service
Imagine you are the customer, you purchased a good and you have certain enquiries, you would like to contact the customer service department but they cannot provide service for your native language. You cannot communicate with them smoothly. What do you think about that?
When exploring overseas markets, being able to communicate with customers in local language is an essential criteria to provide good after sales service. According to research, 70% of consumers will continue to purchase services or products supported by their mother tongue. Why does BPO help and increase the profit? We are going to share the 3 advantages.
Outsourcing call centers can enhance the efficiency and productivity of a company. When service is provided in local languages, communication becomes more effective. For those companies who do marketing, investigation and after-sales service mainly through phone, actual talking time can be greatly reduced. In the past, it was necessary to set up a local office or customer service center in order to enter an oversea market. However, to send personnel overseas or hire locals? What about the system-building cost? With this pattern, overseas management will be the very crucial factor to bring about long-term business success.
On the contrary, when entering a foreign market, an outsourcing company with multilingual talents and customer service experience enables you to overcome the language barrier, lower the business risk and the cost of management. Therefore, your company can dedicate to marketing and developing which can lead to competitive advantages and the high possibility of success.
Reference：How multilingual call centers are more beneficial than normal ones?
To successfully enter a foreign market results from good service experience, which builds trust and makes customers place the order. Consumers’ service cannot be satisfied by translating product manuals. Online translation cannot provide any experience to the customers, and may even bring a negative image if translated incorrectly. A good purchase experience can be transformed into trust and loyalty to the company. Decisions making on purchase is not always rational, besides price and quality, customers would spend more in order to get the best service experience.
Companies that can provide customers with the best buying experience are more likely to gain loyalty and trust, and contribute to their long-term brand image.
Reference：Top 5 Benefits of Offering Multilingual Support
The Benefits of Providing Multilingual Customer Service
Language is an essential channel when communicating with customers. English is today's universal language, which can only reach up to 20% of the world population. According to the survey from the International Customer Management Institute (ICMI) in 2014, providing native speaking customer service would increase customer satisfaction. BPO helps industries to communicate with their target customers in their native language. When customers have a good customer experience, their loyalty to the brand will increase significantly.
Reference：Customer Service Language: Does it Really Matter?
BPO is not limited to certain industries, as long as the industry requires customer service support when exploring an international market. In the following, we would like to take the cross-border e-commerce industry, tourism transportation industry and online gaming industry as examples to further explain how BPO applies to different industries.
Cross-border e-commerce industry is one of the industries requiring multinational languages support in customer service. Take the leading enterprise Alibaba as an example, they have customers from worldwide. Customer service teams are essential for the enterprise to provide after-sales service, membership inquiries and handling feedback. BPO would provide you a solution on the customer service and help you to save the operating cost and management cost for building up your own team. For cross-border e-commerce operators, BPO is your best suggestion.
Reference：https://callnovo.com/cn/success-cases/
The tourism and transportation industry also has a demand for outsourcing of multinational customer service in order to improve customer satisfaction.
Besides the aviation industry, industries such as logistics companies and travel service platforms also required transnational customer service outsourcing. Logistics companies that want to expand into the international market need multilingual customer services to meet the needs of consumers in different countries for package tracking, logistics inquiries, order consultation, complaints and claims.
In addition, there are also many foreign platforms that assist in tourism services, including air tickets, trains, cruises, and other transportation, hotel round-trip bookings, road rescue, emergency medical support and other service consultations. Because their customers also come from all over the world. People, multi-language services outsourced by multinational customer service can improve user experience and further increase loyalty to the platform.
Reference：https://www.callnovo.cn/case-aviation-and-tourism-and-hotel.html#a
In order to enhance the game experience of players, the game industries often choose to outsource their customer service when exploring overseas markets.
Online game companies in China focusing on Southeast Asian markets often choose to outsource multinational customer service, to provide after-sales service, including game FAQ responses, game data surveys, account disputes, reward distribution, BUG problem collection and feedback, game public opinion monitoring, opinion feedback, etc. so that it can improve the brand’s reputation and provide better game experiences to the players. Since their target customers are speaking different languages, only English and Mandarin services cannot fully response to the customers, customer services support from other local languages therefore become important.
Reference：https://www.callnovo.cn/case-the-game-and-animation.html#a
We mentioned different industries above, but how can it help in reality?
We are going to explain it with two industries that are partnering with Eason Sourcing: how can we provide services to passengers in different languages for the aviation industry and how can we bring up the return rates for the automobile industry by providing good after sales service.
Eason Sourcing is a partnership with airlines based in different countries. We have multinational customer service specialists who are able to speak Mandarin, Japanese, Cantonese, English, Indonesian and Vietnamese, to serve travellers all over the world.
When centralized the customer service and management, you can record and label the statistics from your customers from different regions. By analyzing the passengers' reasons for calling, you can better understand the preferences and voice of the customers. The service standards are well managed, too!
Eason Sourcing co-operate with an airline from Vietnam since 2018. We served the passengers from Taiwan, Vietnam and Thailand, including the inquiry of reservation, purchase luggage and upgrade to different classes. We have noticed that tourists from South East Asia have increased year by year. Until March of 2021, Vietnamese labor located in Taiwan is over 247,000, 15% of them do not have credit cards. Purchasing air tickets online is a constraint to them. So, how can we help the airline and the passengers?
We noticed the situation and we tried to discuss it with our airline partner. We cooperate with our affiliate company Dada Co., Ltd. and solve the payment problem by using a third-party payment system. We are not only providing a better service experience for the customers, but also increasing the market share for the passengers who do not have a credit card.
Solving the customer service problems of enterprises and providing solutions on service flow are the core values of Eason Sourcing. Through providing multilingual services, software and hardware integration, we move forward together according to clients' future plans, and also help them to provide better customer experiences to customers.
Eason Sourcing established a long-term cooperation with the automobile industry, conducting service satisfaction surveys with the customers and also inviting them for maintenance service. From our experiences, providing instant service and communication channels between front-end customers and back-end manufacturers, we can respond to customers’ immediately and provide support and solutions. It can help to improve customer satisfaction, and also contribute to the return rates.
In Taiwan, some of the customers required services from other languages. Eason's team is able to provide customer services in Vietnamese, English and Japanese. In addition to conducting customer satisfaction surveys and inviting contract guarantees, we also provide multilingual services to foreign customers for emergency roadside assistance and other related services. These also increase the value of after-sales service and brand image of the automobile companies.
Today, we shared with you 3 successful cases in international customer service outsourcing and the advantages behind. They are very good examples explaining the importance of multinational customer service in expanding overseas markets. If you are also expanding your oversea markets and seeking customer services advice.
Please contact us.
